Guest Services Manager | Firehole Ranch
(Columbia Hospitality Executive Search)
Firehole Ranch is a premier fly-fishing lodge located outside of West Yellowstone, Montana offering guests incomparable access to world-class waters, gourmet cuisine and historic private lodge and cabins. The Ranch sits on 640 acres on the shores of Hebgen Lake and is open for 16 weeks catering to 20 guests per week, offering detail-oriented service and consistency of excellence, which is a hallmark of the Ranch’s reputation and what results in our high guest satisfaction and return rate. Sustaining this standard of excellence and growing the Ranch requires team members who are hardworking, have strong attention to detail, a positive can-do attitude, excellent communication skills, and who are personable, enjoy people and are self-motivated.
Firehole Ranch prides itself on providing positive experiences for not only our guests, but also our staff and the communities that surround us. For the short season we are open, staff come together as a team to deliver an amazing experience to our guests. In addition to working hard, staff have an array of recreational opportunities and time off during the week to enjoy them.
Job Location: This position is located on the Ranch in West Yellowstone, Montana. Our in-season operations are at Firehole Ranch from May through September. Room and Board are provided during these months and you will have a private room and bathroom. October thru April you may live wherever you like, preferably in the Greater Yellowstone Area. A work laptop and mobile phone are provided.
The Guest Services Manager is a member of the management team at the Ranch. The team consists of the Owner, Manager and the Guest Services Manager. This position is critical to the team for providing up to date information on Reservations, Guest Status, and Social Media opportunities. There is significant room for growth in this position.
The position of Guest Services Manager is responsible for arranging the details of a guest’s stay and working with the senior management and department supervisors to ensure delivery of a quality experience to our guests.

PERKS & BENEFITS:

• DOE $40,000 - $46,000 per year
• Firehole Ranch will contribute 4% of salary as a retirement benefit, to be paid at the end of the year.
• This role may take up to 3 weeks off during the Winter months.
• Up to $500 towards health insurance benefits package.
• Housing and meals provided while working at the Ranch May – September.

Job Responsibilities

• Act as primary point of contact for all guests.
• Manage all incoming phone calls and emails.
• Manage all reservations and the reservation database.
• Manage and maintain a complete guest profile in the database, updating it as necessary to reflect current information and preferences (e.g. contact information, reservation details, cuisine, activities, trip expectations, medical conditions, dietary concerns, etc.).
• Ensure preferences and other guest information are communicated to Managers and staff via timely, weekly reports including Head Counts for Kitchen (Breakfast, Lunch and Dinner), Housekeeping reports, Guest Manifests, Weekly Guest Schedule and Medical Concerns.
• Build a strong understanding of the Firehole Ranch experience, including the activities offered (especially specifics on our fishing program), rates for those activities, timing and schedules, staff expertise, etc.
• Contact every booked guest prior to their stay to confirm reservation details, understand guest’s expectations and plan the specifics of their trip, entering all information into database.
• Work with the Head Guide to assign guides to guests.
• On the day of guest’s arrival, work with Manager and Owner to ensure the Ranch is prepared for guest’s arrival (e.g. transportation arranged, guest information in-room, etc.).
• Be available at check-in and check-out times to greet and assist guests.
• Be available for cocktails and sitting dinner with guests when necessary.
• Provide feedback to managers on guest requests, trends, issues or concerns throughout the course of communication with guests.
• Collect information about guests and their experiences while at Firehole Ranch through conversations with guests and appropriate staff.
• Work with Owner and staff to gather photos and compile photos for guests.
• Oversee and manage social media.
• In the event of complaints or accidents, notify managers immediately.
• Maintain a professional working relationship and promote open lines of communication with staff.
• Develop positive rapport with guests on behalf of Firehole Ranch.
• Other duties as necessary.

Qualifications

• At least 2 years of experience in the hospitality industry, preferably at an upscale property.
• Very organized, efficient, and detail oriented.
• Self-motivated, takes initiative and takes pride in doing the job well.
• Effective verbal and written communication and listening skills in working with both staff and guests.
• Hard worker and comfortable with performing duties outside of immediate job description as necessary.
• Enjoys working with and meeting needs of people and is hospitality oriented.
• Proactive and creative in identifying opportunities to deliver an outstanding guest experience based on the activities the Firehole Ranch offers and the guest’s information and expectations.
• Strong understanding of Firehole Ranch experience.
• Must be able to maintain confidentiality of information.
• Proficient in Windows, Excel, Word, and general computer skills.
• Valid driver’s license and clean driving record.
• Ideally familiar with the Greater Yellowstone Area and fly fishing.

Disclaimer: The individual selected for the role of Guest Services Manager will be employed by Firehole Ranch, and will have no affiliation with Columbia Hospitality, who is serving as a third-party agent leading the search through Columbia Executive Search.
The Fine Print
Columbia Hospitality, Inc. is an equal opportunity employer committed to an inclusive environment without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. We strive for excellence in every position within the company and select the most qualified people who embrace our service philosophy and these values.
Accountability | Creativity | Enthusiasm | Honesty | Inclusion | Respect
Columbia Hospitality is a national management and consulting company with more than 25 years of experience in creating hospitality solutions and delivering exceptional experiences. Our portfolio includes award-winning hotels and resorts, premier residential communities, restaurants and bars, private and public golf clubs, conference centers, and distinctive venues. Columbia Hospitality has been consistently recognized as one of the Top Companies to Work for in Washington by Seattle Business Magazine and Puget Sound Business Journal for their commitment to creating a fun, dynamic and nurturing work environment for team members

• Act as primary point of contact for all guests.
• Manage all incoming phone calls and emails.
• Manage all reservations and the reservation database.
• Manage and maintain a complete guest profile in the database, updating it as necessary to reflect current information and preferences (e.g. contact information, reservation details, cuisine, activities, trip expectations, medical conditions, dietary concerns, etc.).
• Ensure preferences and other guest information are communicated to Managers and staff via timely, weekly reports including Head Counts for Kitchen (Breakfast, Lunch and Dinner), Housekeeping reports, Guest Manifests, Weekly Guest Schedule and Medical Concerns.
• Build a strong understanding of the Firehole Ranch experience, including the activities offered (especially specifics on our fishing program), rates for those activities, timing and schedules, staff expertise, etc.
• Contact every booked guest prior to their stay to confirm reservation details, understand guest’s expectations and plan the specifics of their trip, entering all information into database.
• Work with the Head Guide to assign guides to guests.
• On the day of guest’s arrival, work with Manager and Owner to ensure the Ranch is prepared for guest’s arrival (e.g. transportation arranged, guest information in-room, etc.).
• Be available at check-in and check-out times to greet and assist guests.
• Be available for cocktails and sitting dinner with guests when necessary.
• Provide feedback to managers on guest requests, trends, issues or concerns throughout the course of communication with guests.
• Collect information about guests and their experiences while at Firehole Ranch through conversations with guests and appropriate staff.
• Work with Owner and staff to gather photos and compile photos for guests.
• Oversee and manage social media.
• In the event of complaints or accidents, notify managers immediately.
• Maintain a professional working relationship and promote open lines of communication with staff.
• Develop positive rapport with guests on behalf of Firehole Ranch.
• Other duties as necessary